filed in Communications, Database, Measurement & Metrics on Dec.23, 2010
Of all the email that fills my box during the Christmas season, a survey will always get my attention.
In a research project conducted by Hanifin Loyalty in 2009, we found that across 22 rewards programs in the Airline, Hotel, and Retail sectors, only 1.56% of total email sent was a survey. Considering that a stated [...]
filed in Airline, Banking & Cards, Brand, Database, Loyalty 201, Retail on Aug.08, 2009
One of the blogs I enjoy reading is written by Chris Brogan. He’s got some interesting takes on social media and a huge following.
Today he stepped in the Loyalty Marketing sandbox with his post The Myth of Brand Loyalty. I won’t recount the story here and encourage you to read it as well as [...]
filed in Airline, Brand, Customer Experience, Database on Mar.05, 2009
Deregulation of the US airline industry in 1978 was intended to create a competitive environment that would benefit the flying public and bring profitability to the airlines. With a number of bull and bear cycles under the belt, 2009 finds the airlines continuing to struggle for profits, and consumers once again being punished just for [...]
filed in Analytics, Database, Retail on Apr.16, 2008
Ever since man has been on earth, we’ve been running. In the beginning, our motivation was the need for food, shelter, and survival. By the mid-twentieth century, pursuit of fitness through sweaty activities had become the domain of oddballs. Given the outlaw nature of adult fitness only 50 years ago, the origins of the 70’s [...]
filed in Airline, Customer Experience, Customer Satisfaction, Database, Loyalty Asterisk™ on Mar.25, 2008
That’s the cry heard from an increasing number of frequent flyers today. When primary research is commissioned to help diagnose the complaint, it may be surprising to learn that the same program features are often reported as both a Key Complaint and Delight.
Three examples:
Program Feature
Delight or Complaint
Options to earn miles
Lots or not enough
Ability [...]
filed in Database, Operations on Feb.06, 2008
Building a reliable database is fundamental to successfully executing any form of customer centric or loyalty marketing campaign. List rental is a historically reliable method of acquiring names used by direct marketers. Opt-in approaches are a potentially lower cost means of building a proprietary customer database. Product warranty cards, e-newsletter subscriptions and registration cards are [...]
Loyalty Truth covers all aspects of Loyalty Marketing, Customer Strategy and all things Customer-Centric. The author, Bill Hanifin, has worked with top companies in virtually every consumer facing industry across North America, Europe and Latin America. His insatiable curiosity to understand how consumers make purchase decisions leads to valuable insights used by business to establish enduring brand loyalty.
Loyalty Truth is published by Hanifin Loyalty LLC. Feel free to join the discussion by leaving comments, and stay updated by subscribing to the RSS feed
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